Customer Experience Development Specialist

Our purpose is to create the most positive impact in our country and ecosystem by enabling commerce, empowered by technology! We are a Tech company – Technology is the driver, ecommerce is the outcome.

Founded in 2010, we are the largest and fastest growing mobile commerce company in Turkey and the MENA region, the largest internet employer in Turkey with a team of ca. 2000 people. In 2018, we have announced an investment and strategic partnership with Alibaba Group which also is the largest internet sector investment in Turkey to date. 

Our culture is at the core of everything we do. Focused on results, keeping our customers first, we always work for better and always test, iterate and improve. We learn from our mistakes, direct and open feedback is at the core of our culture. 

 

We are scaling fast and profitably, expanding into international markets. If you want to learn, grow and deliver, if you are results-oriented, love teamwork, appreciate open communication, learning and iteration, and making decisions with data, Come, join our tribe! 

Customer Experience team is Trendyol’s face! Our Customer Experience team is our single point of contact with our customers, provide creative solutions through all contact channels, enabling each customer to be satisfied. This department, which dominates the operation process of the whole company, is contributing to Trendyol becoming a popular brand with great responsibility! 

YOUR PROFILE

• Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Masters degree is a plus,
• Minimum 3 years of experience in service sectors e.g. e-commerce, banking and telecom. E-commerce experience is a plus,
• Experienced in customer experience, process development, information technology, digital channels and project management,
• Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems,
• Exceptional communication, persuasion and team working skills,
• Able to work within a dynamic and fast-paced environment,
• Excellent verbal, written and presentation skills in English,
• Completed military service for male candidates. 

YOUR CHALLENGE

• Draw experience maps for the main customer experience processes and determine the communication to be made with the customer at each step,
• Identify and analyze pain points, design root causes and design preventive activities in customer processes,
• Follow customer experience best practices, develop projects that will improve the end to end customer journey and follow up the actions to be taken by other teams,
• Prepare the voice of customer and NPS analyses periodically and, share with other parties, act as an advocate for the customer by placing them at the forefront of all problem solving and decision-making processes,
• Interpret and synthesize customer feedback from various sources (customer surveys, operational data, contact center data, social media and customer research)
• Regular measurement of customer experience KPI’s and making necessary arrangements by detecting improvement areas,
• Create and update guidelines/procedures for Customer Experience Department,
• Also responsible for quality KPI’s of Call Center agents and lead quality control and training teams.

WHAT’S IN IT FOR YOU?

• Take responsibility from day one, improve your skills and learn continuously.
•  We have open communication, team work and promote servant leadership. We value talent, not titles!
•  Chance to shape future of e-commerce with us and experience agility at its best!
•  Working in an engaging workplace and being part of our cross-functional, diversified and dynamic team.
•  Don’t forget to have fun while we work, we work hard play hard, open office and happy hours 🙂

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Want to join us? Happy to receive your online application!